Head of Technical Services

Full-Time 43200 - 72000 £ / year (est.) Home office possible

This range is provided by Confidential. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Confidential

Over 16 years experience in recruiting within customer contact

Head of Technical Services (12-month Fixed Term Contract)

United Kingdom (Remote Working) – Have to be based in the UK, with valid RTW status

About the job

We are working with one of the leading Broadband companies in the UK who are redefining what broadband should be – fast, reliable, and backed by industry-leading customer care. As our client continues to expand across the UK, we’re looking for a dynamic, strategic, and customer-focused Head of Technical Support to lead the technical support operations and ensure their customers receive the best experience.

The Role:

As Head of Technical Support, you will oversee the delivery of world-class technical assistance to our clients’ customers, driving operational excellence, innovation, and a culture of continuous improvement across support teams. You’ll lead a growing department, refine processes, and collaborate across departments to ensure service quality aligns with our client’s growth objectives.

Key Responsibilities:

Lead, mentor, and scale the Technical Support team (Tier 1, Tier 2, and Specialist support).
Define support strategies, KPIs, and service level standards to improve customer satisfaction and resolution times.
Oversee daily operations, ensuring timely and effective resolution of customer issues.
Collaborate with Engineering, Product, and Customer Experience teams to address recurring issues and improve services.
Manage incident processes for network outages and escalations.
Identify and implement technologies to streamline support operations (e.g., ticketing systems, knowledge bases, chatbots).
Develop training programs to upskill technical support staff continuously.
Analyze support data to identify trends, root causes, and areas for proactive improvement.
Represent the company in critical customer interactions when necessary.

Requirements:

Proven leadership experience in technical support or service delivery within broadband, telecommunications, or ISP sectors.
Strong problem-solving skills with a customer-first approach.
Hands-on experience with CRM/ticketing platforms (e.g., Zendesk, Salesforce Service Cloud).
Excellent communication, organizational, and interpersonal skills.
Ability to thrive in a fast-paced, scaling environment.
ITIL certification or similar service management knowledge is advantageous.

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Customer Service

Industries

Telecommunications

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Head of Technical Services employer: Confidential

As a leading Broadband company in the UK, we pride ourselves on fostering a dynamic and innovative work culture that prioritises employee growth and customer satisfaction. Our remote working model allows for flexibility while you lead a passionate team dedicated to redefining broadband services, ensuring you have the tools and support needed to excel in your role as Head of Technical Services. Join us to be part of a forward-thinking organisation that values collaboration, continuous improvement, and a commitment to delivering exceptional customer experiences.